Support channels
Support is provided through the SafetyOnCloud support portal and designated contact channels. Support requests should include customer name, affected workload, urgency, error messages and relevant timestamps.
Response targets
Response targets are measured during business support hours unless otherwise agreed: Critical production restore request: best effort priority; High backup failure affecting active protection: target initial response within 1 business day; Normal configuration or billing request: target initial response within 2 business days. These are response targets, not resolution guarantees.
RTO and RPO
No specific RTO or RPO is guaranteed unless stated in a signed agreement. Actual recovery depends on data size, bandwidth, storage, source system condition, credentials, selected backup type and customer cooperation.
Maintenance and exclusions
Maintenance, third-party outages, customer environment failures, credential issues, unsupported systems, force majeure, security incidents and internet connectivity problems may affect service delivery and are excluded from standard SLA credits unless agreed in writing.